Last updated: May 30, 2026
We want you to be satisfied with Brand Surface. This policy explains when and how we issue refunds.
1. Failed sessions (automatic refund)
If your discovery session does not complete successfully due to a technical failure on our end (e.g. no strategy document is delivered, the session errors out before completion), we will issue a full refund. Email hello@brandsurface.xyz within 7 days of purchase with your order details and we will process the refund within 5 business days.
2. After the strategy is delivered
Because Brand Surface produces a custom digital deliverable (your strategy document and Hiring Compass) that cannot be “returned,” refunds after successful delivery are considered on a case-by-case basis. If you are unhappy with the result, reach out and we will work with you. Possible resolutions include a partial refund, a free re-run of the session, or other remedies appropriate to the situation.
3. How to request a refund
Email hello@brandsurface.xyz with:
- The email address you used at purchase
- The company name from your discovery session
- A brief description of the issue
We respond to all refund requests within 3 business days.
4. Processing time
Approved refunds are issued to the original payment method. Depending on your bank or card issuer, the refund may take 5 to 10 business days to appear on your statement.
5. Chargebacks
Please contact us before filing a chargeback with your bank or card provider. We will almost always resolve the issue faster directly.
6. Statutory rights
Nothing in this policy limits the rights you may have under applicable consumer protection law in your country or region.